Customer Success Specialist, SMB

Customer Success Specialist, SMB

About Scribe

Scribe is where exceptional people come to do the best work of their careers. Our Workflow AI platform automatically captures and optimizes how work gets done — 94% of the Fortune 500 use it, and 45% are paying customers. We hit $100M ARR in May 2026 and have grown to over 5 million daily active users across 600,000 businesses. We're Series C and valued at $1.3 billion. We're builders who hold a high bar, move fast, and care deeply about each other and our customers.

📌 About the Role

Scribe's SMB CS team supports around 1,200 high-growth customers, and this role sits at the center of that motion. You won't own a fixed book — you'll work across the full lifecycle in a pooled model, onboarding a new customer in the morning, managing a renewal in the afternoon, and catching an expansion signal before the day ends. It's a role for someone who can hold a lot of context at once, move fast without losing detail, and genuinely enjoys finding ways to make one interaction count for many.

🛠️ What You'll Do

• Work out of a shared Success inbox to deliver fast, high-quality responses to SMB customers across onboarding, risk, renewal, and expansion touchpoints

• Run onboarding engagements that get customers to value quickly and set up habits that stick

• Track risk signals across a broad account base and act on them before they become churn

• Qualify and hand off expansion opportunities, contributing directly to CQL targets

• Help run and iterate on one-to-many webinar programs that serve the broader SMB and Enterprise customer base

• Experiment with AI tools including ChatGPT and Copilot to reduce manual work in renewal and risk processes and improve how the team operates at scale

🔍 What We're Looking For

• Has 6 months to 2 years in Customer Success or a customer-facing role, with a track record of high performance relative to the expectations of that environment

• Can context-switch across hundreds of accounts without losing the thread — organized, detail-oriented, and proactive about follow-through

• Comfortable presenting to a live webinar audience and running one-to-one customer conversations with equal confidence

• Brings a pattern-recognition mindset to scaled programs — looks across accounts for signals, not just at individual tickets

• Actively uses AI tools to work more efficiently and is curious about where automation can do more

• Coachable, feedback-seeking, and energized by team goals rather than just individual ones

📍 Location

Hybrid. Based in San Francisco. We work from the office 3 days per week.

💰 Compensation

Salary varies by location. All full-time employees receive equity in Scribe. Final offers depend on experience and scope.

🎁 Benefits

• Health, dental, and vision insurance for you and your dependents

• Flexible paid time off and company holidays

• 401(k)

• Paid parental leave

• Daily catered lunch (SF office)

• Commuter benefits

• Home office stipend

At Scribe, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. Scribe is proud to be an Equal Opportunity Employer.